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Contact Centre Manager

Job Title: Contact Centre Manager
Contract Type: Temporary
Location: Eastleigh
Industry:
Reference: 1175527
Contact Name: Fran Curtis
Contact Email: fran.curtis@dynamiterecruitment.com
Job Published: August 17, 2021 17:47

Job Description

Temporary Contact Centre Manager  
 
Duration: Initially 3 months.  
 
Location: Eastleigh  
 
Salary: £16 - £18 per hour.
 
Hours: 37 hours per week.
 
Dynamite Recruitment is delighted to be working in partnership with a very well-established and fast-growing organisation based in Hampshire, our client is looking to recruit a Contact Centre Manager to join their busy team on a temporary basis immediately.  
 
As a Contact Centre Manager, you will be responsible for the day-to-day supervision, managing 7 team leaders and Resource Planner.  
 
If you are results driven and keep the customer at the heart of the process then this may be the role for you!  
 
As a Contact Centre Manager, you will be responsible for the following tasks:
  • Respond to complaints and always ensure a resolution is met.
  • Develop the IT systems.
  • Ensure your team is motivated and performance is monitored.
  • Produce and distribute data and research for use in reports.
  • Lead and develop staff members to ensure excellent Customer Service.
  • To assist with any escalations, challenging customer.
  • Make suggestions on how to slimline processes if necessary.
  • Make sure the team are consistently meeting their KPI’s.
  • Ensure high performance across the contact centre. 
  • Manage 7 team leaders, overseeing the customer service teams. 
 
The ideal Contact Centre Manager will have/be:
  • Strong leadership skills
  • Natural empathy for the customer experience
  • Proven experience of managing a team of people
  • Experience of delivering high levels of customer service and resolving customer complaints.
  • Excellent knowledge of contact centre technology. (Recording software, digital services, social media, telephony systems).
  • High standards of numeracy and literacy, and excellent written and verbal skills 
  • Excellent communication and interpersonal skills
  • Confidence in making decisions, self-motivated and ability to motivate others
  • Customer Focused
  To be considered please submit your CV Immediately